Leading analysts and practitioners agree: to meet customer expectations over the next decade, we need to turn insurance “outside-in.”
Customers are comparing insurance products and services against a wide range of offerings and suppliers, not just competing insurance companies. Opportunistic organizations are targeting the insurance industry for disruption, using customer experience analytics as a wedge.
The key to success is to meet – and exceed – customer expectations through continuous improvements in the total customer experience. The outside-in approach includes sophisticated digital and analytics methodologies governed by senior executive strategic oversight.
The 2016 Insurance-Canada.ca Executive Forum will bring together a faculty that understands – and lives – the broader customer experience from a variety of perspectives. We are including executives and analytics experts from outside the P&C community to share their successes and challenges.
Presentations by thought leaders, including ...
Explore the Insurance Landscape
Innovation is the mandate. Whether it is achieved incrementally or via wholesale disruption, everyone is pursuing improvement in product, process, service, and distribution. With a three- to five-year horizon, our expert speakers will provide actionable information addressing such topics as:
- Where is disruption happening? What are the outcomes?
- Innovating the next insurance product
- IoT & insurance: Transitioning from theory to reality
- Customer experience: How does insurance stack up against other sectors?
- The moment of truth: Claims goes more digital
- Digital psychology at the tip of the insurance marketing funnel
- Predictive analytics: challenging existing standards
- Future cyber-risk scenarios
Financial services are undergoing a transformation. Leading analysts suggest that core insurance principles are being maintained, even as digital technologies enable insurers to innovate in their products and services domains to meet and exceed customer expectations.